(November 30 – 15:45 ET) – Ontario is establishing standards for the way insurance companies handle consumer complaints. The current system, known as “industry-first response” requires companies to address consumer complaints before the consumer calls the Insurance Ombudsman.

The Financial Services Commission of Ontario (FSCO) wants companies to tell consumers they can turn to the Office of the Insurance Ombudsman if they are not satisfied.

In 1996 Ontario became the first province in Canada to establish an Insurance Ombudsman.
Since the establishment of the Office of the Insurance Ombudsman in 1996, all insurance companies have been required to have an internal protocol for dealing with consumer complaints.

“Since 1996, the number of complaints we receive has decreased substantially which indicates the system is working well. The next step is to develop industry-wide standards for handling complaints. This will ensure consumers are treated fairly and receive a consistent level of service across the industry,” Insurance Ombudsman Ann Bythell said today to a conference of insurance company ombudsman liaison officers.
-IE Staff